Communication Skills for Success

Goals of Communication

To inform – you are providing information for use indecision making

To persuade – to reinforce or change a belief about a topic

To build relationships – some messages that you send may have the goal of building good will between you and the other person.

Barriers to Communication

One person has no interest in the conversation.

You are not able to participate in the discussion due to lack of knowledge on the subject.

Jumping to conclusions without waiting for the wholemessage.

Fear of offending the other person by expressing your opinions.

You not feel comfortable sharing your feelings with the other person.

Barriers to Communication

Messages do not come across to the listener in the wayyou intended.

Not listening to the other person by allowing thoughts to wander, listening only to what you have to, filtering out what is not important to you, planning a response before the other person has finished speaking.

Spending more time arguing or debating along withput-downs and sarcasm.

Ways to Improve Communication

Encourage feedback - Listen to what others have to say, good or bad

Listen - Make an effort to listen to what the otherperson is saying

Reduce misunderstandings - Meanings are not in words, but in people – consider the message in relation to its source. Different words mean different things to people. Keep this in mind when communicating with others.

Make Eye contact- Making eye contact with speaker focuses attention, reduces the chance of distraction and is encouraging to the speaker.

Exhibit affirmative Nods and Appropriate Facial Expressions- The effective listener shows signs of being interested in what is said through nonverbal sign

Do Not Talk Too Much: Talking is easier than listening intently to someone else. An active listener recognizes that it is impossible to talk and listen acutely at the same time

Ways to Improve Communication

Understanding is the KEY to communication.

Understanding requires active listening.

Ways to Improve Communication

Active Listening Skills

Concentrate on what is being said, not the delivery ofthe message.

Be open to whatever is being said, without judgment - don't form an opinion, just listen.

Restate what has been said helps the speaker know that you understand.

Summarize the important messages so that you and the speaker recognize what was important during the conversation.

Active Listening Skills

Avoiding distractions that pull your attention away fromthe speaker.

Make sure you understand what the speaker means: I think what you said was …,What I hear you saying is …,What did you mean when you said/talked about …,Are you saying …

Increase Understanding

Be Specific

Useful – “I think it is good because …”

Not useful – “That is good.”

Focus on Behavior NOT the Person

Useful – “I think this report needs to focus more on …”

Not useful – “You really have done a poor job.”

Focus on the Timeliness of the Feedback

Only give feedback when the person is receptive to hearing it, or is seeking feedback.

Increase Understanding

Share Information / Experience

Share what, not only why something could have been done differently.

Do Not Overload

Too much information, especially negative, can be overwhelming

Check that the Person Does Understand

Ask…”What did you understand from what was said?”

Remember, Feedback is Given to Help, not Hurt

Balance positive to negative feedback by giving 2 positive comments for 1 negative comment

Increase Understanding

Open and Closed Questions - In order to gain more information, ask questionsthat require more than a one word answer.

An open question keeps the communication going. A closed question allows a single word answer, for example YES, NO or OK

Open and Closed Questions - Examples:

Closed Question - Did you enjoy the dinner?

Open Question - What did you enjoy about the meal?

Closed Questions – Are you feeling okay?

Open Questions - You seem a bit tired, what’s up?